How Can I Quickly Organize Effective Soft Skills Training for DSEs? Urgent Help Needed

Hi members,

I have to organize an in-house training for DSEs on improving their soft skills while handling customers. Can you guys suggest some tips for my query, please? It is urgent, and I need your early response.

Thanks,
Jsharma

Hi,

What specific help do you require? Would you like us to suggest some trainers' names?

Please revert back.

Regards,
Samrodha

Hi,

Actually, I have to organize it by my own, that's why I have not asked to go for external trainers. This is a sort of internal training on a small basis just to groom our DSE's. That's why I need some tips which I can use to groom them. If you please suggest something, that will be highly appreciated.

Jsharma

Dear J,

Soft skills necessarily entail presentation skills and grooming. Grooming - what is it? How should one groom oneself for their respective job? It includes basic hygiene like having a bath every day, using deodorant, shaving daily; wearing neat, clean, and ironed clothes, getting a haircut, and styling hair.

Regarding clothes for men - what kind of clothes should they wear? This includes shirts, trousers, socks, handkerchiefs, jewelry, shoes of appropriate kind and polished. Also, what accessories should they carry when visiting a customer?

Similarly, for women, how should they dress and groom themselves? How should they speak or interact with customers and what manners should they follow?

I have tried to create a comprehensive list according to your requirements. I hope it will be helpful to you.

Best of luck,
Vini

Hi JSharma,

Find below an outline that you can elaborate on:

Presentation Skills

- Pre-preparation
- Body language and mannerism
- Importance of "First Impression"
- Opening and closing a presentation

Verbal and Nonverbal Communication

- Barriers in Communication and overcoming them
- Listening skills

Building Positive Attitude

- Use positive attitude as your driving force to handle negativities like rejections

Time Management

Sales

- Understanding customer needs
- Knowing your Company, product, and competition

Customer Service

- What is Customer Service and why is it important
- How to provide the right Customer Service
- Types of Customers
- Handling different Customers
- Educating Customers on our Product, schemes, and services
- Assertive behavior to help turn customers around
- Taking advantage of sales opportunities
- Creating a positive climate
- Delivering Value
- Communication should work both ways

These topics can be fine-tuned further to match your requirements completely. You can find books and a lot of material on the net to prepare presentations on the above topics.

All the best and happy training.

Regards,
Kavitha

Hi,

It's within yourself, how you speak or present yourself. When Mr. Sharma is making some points, just keep them in mind and you can prepare yourself. For customer care, you need to have a smiling face all the time. It depends on how you handle the situation.

Thanks, Mr. Sharma, keep it up.

Regards,
Hemachandra

Hi,

You can focus on the following areas:

Attitude is the starting point of any initiative. Hence, Attitude-Building.
Communication skills (speaking & listening).
Business Etiquette (especially Telephone & email etiquette).
Customer service management (especially handling difficult customers).

There is an ocean of material on this site. Thanks to Citehr and its members! Search for material in 'Downloads search' at the top center of this page. I hope that will suffice for you.

Regards,
Huma

Dear Sharma,

It would be useful if you specify the industry you work in so that the relevant people can guide you. As Huma has responded, you have all the information you need on the site.